Intercountry Adoption Australia aims to provide consistent and quality services to the Australian community. If you have a compliment, suggestion or enquiry about the services provided by Intercountry Adoption Australia or would like to make a suggestion about how we could improve our services we would like to hear from you.

You can provide feedback online or by telephone on 1800 197 760.

Intercountry Adoption Australia – complaint action

We recognise that from time to time we may not meet your expectations. If you wish to raise a concern about the service you have received from Intercountry Adoption Australia you can do this through our Complaints Management Process.

We recommend that you try to resolve the matter with the manager of the intercountry adoption information line. You can do this by contacting us on 1800 197 760 and requesting to speak to the manager.

If you are not satisfied, you may seek assistance from the complaints team at the Department of Social Services (the lead agency for Intercountry Adoption Australia):

Please Note: Calls made to the Department of Social Services complaints team will be recorded to assist in the effective management of the complaint as well as for training purposes. Please advise the complaints officer if you do not wish to have your call recorded.

If you are deaf or have a hearing or speech impairment, you can use the National Relay Service to contact the complaints team. Alternatively, you can visit the complaints page on the Department of Social Services website for further information including how your complaint will be managed.

You can also contact the Commonwealth Ombudsman on 1300 362 072 or by visiting the Commonwealth Ombudsman website.

Collection of your information – information line

To provide you with the best possible service we will need to collect some information from you. This information will be used by the Department of Social Services for training, reporting and evaluation purposes. Please advise the Intercountry Adoption Australia officer if you do not wish to have your personal information collected, used or disclosed to third parties.

Please inform the Intercountry Adoption Australia officer if you do not wish for your call to be recorded.

When speaking with an Intercountry Adoption Australia officer you may choose to remain anonymous; however it is important to note that without providing specific details of your case it may be more difficult for the department to comprehensively address your concerns.

There will be no consequences for you if you do not wish to provide the Intercountry Adoption Australia officer with any specific personal information (including any identifying information).

The Department of Social Services may need to disclose your personal information to individuals or organisations, including third parties, for the purposes of responding to your enquiry.

When speaking with an Intercountry Adoption Australia officer you will be given the opportunity to decide whether you consent to this information being provided to other individuals or organisations.

The Department of Social Services is collecting information about you to assist in the effective management of your enquiry as well as for training purposes.

The Department of Social Services Privacy Policy has been prepared in accordance with the Australian Privacy Principles and contains information about how you can access and correct personal information held by the Department of Social Services about you. It also contains information about how you can complain about a breach of the Australian Privacy Principles and how the Department of Social Services will deal with such a complaint. The Department of Social Services Privacy Policy can be found on the Department of Social Services website.